IT Support Engineer I, IT Services

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We're looking for people who strive to "Work Hard. Have Fun. Make History." Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer.

IT Support Engineers work with Amazonians to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance. Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide.

The successful IT Support Engineer will be customer-focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

This position is located onsite in our corporate offices. Hours are Monday through Friday from 8 am to 5 pm. Travel between local Herndon sites will be required.

Key job responsibilities: • Provide comprehensive technical support to Amazon Corporate employees. • Travel between buildings in local area as required. • Occasional travel to other US cities as required. • Look for innovative process improvements and participate on teams to implement change. • Acquire and maintain current knowledge of relevant IT policies to provide technically accurate solutions to users. • Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support. • Create and update standard operating procedures (SOPs) to improve the teams' knowledge through knowledge management. • Manage the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution. • Manage ticket quality by executing ticket auditing across North America. • Assist with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time. • Escalate any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. • Assist with activities to triage and troubleshoot any system or network outage as needed. • Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management. • Interview candidates applying for new roles in OPC. • Identify and provide training for front-line support to assist in career development. • Provide in-person support to internal customers for a variety of IT-related software and hardware issues.